Customer Champion

Job Description

We are limiting our search to California for this position. We will not consider folks in other locations, so please do not apply unless you live there.

About Us

We are a small software company with team members working all over the world. Our goal is to help rid the world of bad software – not a small task! We believe that providing best-in-class customer support is just as important as the software and services we provide. Our support staff is the face of our organization – the manifestation of our ideals and love for our users.

We are also a very family-like organization. We have stayed small and agile for over eight years now, and that’s something we really treasure. When you join our team, you join our family.

Please make sure you read the Working at Balsamiq page first, as Balsamiq is not for everyone. We believe what we offer in terms of challenging work, benefits and work/life balance is pretty unique in the industry.

About You

As a Customer Champion, you will be representing our customer’s needs and desires within the company. Your feedback will influence what we work on and when. The following is what we believe is required to do this job well.

You Have Empathy
We believe this is the single most important attribute of an awesome support person. Being able to jump into a user’s shoes (and walk around a bit) gives you the best perspective to help them.

You Absolutely Love Interacting With Customers
We’re looking for someone who genuinely likes interacting with people: meeting them, hearing their stories, helping them with their problems, and treating each new customer interaction like the beginning of a long-term friendship. Your main job will be communicating (and problem solving) with our customers, so it’s important that you enjoy doing that.

You Are Tech Savvy
When you start, our users will be more familiar with the software than you are. Beyond that, we are constantly adding features, and will be rolling out a whole new software line this year. We don’t want you to feel overwhelmed by all of it. You don’t need a computer science degree, but being comfortable around new things, and supporting software you aren’t familiar with, is a must for this job.

You Have Software Support Experience
Support is not for everyone, and you really don’t know if it’s for you until you’ve done it. We need you to hit the ground running as we ramp up for our new products.

About The Job

This is a full-time, tech-focused support job. We are looking for someone who is willing to work the 8-5 PST time slot.

The job is 100% remote, which means it requires self-motivation and multi-tasking. We primarily communicate over Slack and Confluence, so it’s not a lonely job, per se, but it’s also not an office environment.

Expect to have 20-25 customer interactions a day, on average. This can range from email, phone, forums, Twitter, Facebook, Slack, and passenger pigeon (we like to give our users multiple ways to get help). You’d also report any bugs back to the development team.

You’ve Made it This Far – Now What?

If you’re excited about working with us, there is a good chance we are excited about working with you!

We have an application that we’d love for you fill out. Book yourself an hour or so to fill it out. There aren’t many questions, but they are dense.

We’ll keep it confidential, we’ll read it and save it.

We are strongly committed to diversity and especially encourage members of underrepresented communities to apply. Please come and enrich our team!

Please do not wait too long before applying! We expect to make a decision in early July, but if the perfect candidate comes along before that, we will stop looking!